HNCC- MBA

MINI PROJECT REPORT

ON
“A Study on Customer Satisfaction towards comfort fabric conditioning in Solapur
City”
SUBMITTED TO

DEPARTMENT OF MANAGEMENT
HIRACHAND NEMCHAND COLLEGE OF COMMERCE,
SOLAPUR
SUBMITTED BY,
NAME: MENDU SHUBHAM CHANDRAPRAKASH
ROLL NO: 3241
CLASS: MBA I (INNOVATORS)
BATCH : 2023-25
UNDER THE GUIDANCE OF,
PROF. VANITA MARA
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INDEX
Chapter Chapter name Page no.
No.

1 Introduction
1.1 Overview of the sector ,organisation and the study

1.2 Objectives of the study

1.3 Scope and Limitation of the Study

1.4 Research Methodology

1.5 Significance of the study

2 Company profile

3 Theoretical Profile

4 Data Analysis and Interpretation

5 Findings

6 Conclusion

Annexure

Bibliography
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CHAPTER 1

1. INTRODUCTION

1.1 Overview of the sector, organization and the study

The fabric conditioning sector is an integral part of the broader laundry care industry, which encompasses
products aimed at cleaning, softening, and enhancing the freshness of clothing and other textiles. Within this
sector, Comfort fabric conditioner stands out as a prominent brand known for its efficacy in softening
fabrics, reducing static cling, and imparting long-lasting fragrance to garments.
The laundry care market in Solapur city, Maharashtra, mirrors the trends observed nationally, with
consumers seeking products that not only clean but also provide added benefits such as fabric softening and
fragrance enhancement. Solapur, a bustling urban centre with a diverse population, presents a unique market
environment characterized by varying consumer preferences and behaviours
The organization conducting this study aims to delve deeper into customer satisfaction towards Comfort
fabric conditioning in Solapur city. By understanding the perceptions, preferences, and experiences of
consumers in this specific geographical location, the organization seeks to provide valuable insights for
Comfort fabric conditioner to enhance its product offerings and marketing strategies tailored to the Solapur
market.
This study adopts a mixed-methods approach, combining surveys, interviews, and observational analysis to
gather comprehensive data. Through quantitative surveys, the organization aims to quantify levels of
customer satisfaction and identify key factors influencing purchasing decisions. Qualitative interviews
provide deeper insights into consumer perceptions and preferences, allowing for a nuanced understanding of
the Solapur market dynamics.
Observational analysis complements survey and interview data by observing consumer behaviour and
product usage patterns in real-world settings. By triangulating data from multiple sources, this study aims to
provide a holistic view of customer satisfaction towards Comfort fabric conditioning in Solapur city.
Overall, this research project holds significance for both the fabric conditioning sector and Comfort fabric
conditioner as it aims to provide actionable insights to enhance product performance, optimize marketing
strategies, and ultimately, improve customer satisfaction and brand loyalty in the Solapur market.
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1.2 Objectives of the study

1. Identify key factors influencing customer satisfaction such aa product performance, scent
longevity, fabric softness and ease of use.

2. Assess the impact of marketing strategies, including advertising campaigns and product
placement on customer perceptions and satisfaction.

3. Relationship between customer satisfaction with comfort fabric conditioning products and brand
loyalty or repurchase intentions.

4. To explore potential areas for improvement in Comfort fabric conditioning content based on
customer feedback.

5. To provide recommendations for enhancing customer satisfaction and brand loyalty for Comfort
fabric conditioner.
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1.3 Scope and limitation of the study

 Scope for the project:-

The scope of this report encompasses a comprehensive examination of customer satisfaction towards
Comfort fabric conditioning specifically within Solapur city, Maharashtra.
The report will focus on various aspects related to Comfort fabric conditioner, consumer perceptions,
preferences, and behaviours within the Solapur market.

The scope includes but is not limited to the following:

Geographical Focus: The study will exclusively focus on Solapur city, considering its unique
demographic, cultural, and socioeconomic characteristics that may influence consumer preferences towards
fabric conditioning products.

Consumer Perception: The report will investigate consumer perceptions of Comfort fabric conditioner
in terms of product efficacy, fragrance, softness, value for money, and overall satisfaction.

Product Attributes: Analysis will be conducted on the key attributes of Comfort fabric conditioner that
influence customer satisfaction, including fragrance options, formulation effectiveness, packaging, and
pricing.

Market Dynamics: The report will explore market dynamics within Solapur city, including competitor
analysis, distribution channels, and promotional strategies employed by Comfort fabric conditioner and other
fabric conditioning brands.

 Limitations for the Project:

Geographic Constraints: The study is limited to Solapur city, Maharashtra, which may restrict the
generalizability of findings to other regions with different demographic, cultural, and socioeconomic
characteristics.

Sampling Bias: The random sampling technique employed may encounter limitations in ensuring a truly
representative sample of Solapur residents, potentially leading to biases in the data collected.

Self-Reported Data: The reliance on self-reported data through surveys and interviews may introduce
response biases, such as social desirability bias or recall bias, impacting the accuracy and reliability of the
findings.
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1.4 Research Methodology

 Meaning:
“Research methodology is the specific producers of techniques used
to identify, select, process & analysis information about a topic.”
Research design is the arrangement of activities for the collection and analysis of data in a manner that aims
to combine relevance to the purpose with economy in procedure. It is an arrangement of plan, which guides
the collection of data and analysis of data. The purpose of research design is to ensure that the data collected
is accurate and relevant. Any research work requires clarity of objective to be achieved effectively research.

A) Collection – There are 2 types of data:-

1) Primary data:- “The first-hand information/fresh data collected by researcher
specifically for solving research problem known as Primary Data.”
Questionnaire development is the critical part of primary data collection method. For this a set of a
questionnaire were prepared a Google form, in such a way that it will be able to collect all relevant
information regarding the project.

2) Secondary data:- “The data which has been gathered earlier or previously by
someone readily available for research for reference is known as secondary data”.

This may be used to collect necessary data and records by different websites, magazines, journals, reference
books, etc

 Research design:
Descriptive Research Design:
Descriptive research design is a methodology used to systematically describe characteristics, behaviours,
attitudes, or phenomena without influencing or manipulating them. In the context of your project on
customer satisfaction towards Comfort fabric conditioning in Solapur city, a descriptive research design
would involve collecting data to accurately describe various aspects related to customer satisfaction with
Comfort fabric conditioner.
The descriptive design used for this survey. For this study the design used was Descriptive Research
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Key characteristics of a descriptive research design for my project may include:

Objective: The primary objective of descriptive research is to provide a detailed depiction of customer
satisfaction levels, preferences, and behaviours related to Comfort fabric conditioner in Solapur city.

Sample Selection: A representative sample of Solapur residents will be selected using random sampling
techniques to ensure that the findings accurately reflect the diversity of the population.

Measurement Tools: Descriptive research relies on valid and reliable measurement tools,
such as structured questionnaires for surveys and semi-structured interview protocols. These
tools are designed to collect data on specific variables related to customer satisfaction, such
as overall satisfaction ratings, preferences for fragrance options, softness perception, and
usage patterns.

 Sampling Details:-
“Sampling is a process used in statistical analysis in which a predetermined number of observations are
taken from larger population”

1.)Sampling Method –
“A Sampling Method is Samples of a procedure for selecting samples of members from a
population.”
 Simple Random Sampling

Simple random sampling is a method of selecting a sample from a population in which each member of the
population has an equal chance of being chosen and the selection of each individual is independent of the
selection of others. In my project I have used simple random sampling.

2. )Sample size –
“Number of Samples Selected from population for the survey or to study Sample Size.”
• It is denoted as ‘n’
• Sample size for this research is of 100 respondents i.e. n= 100
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1.5 Significance of the study

“The significance of the study on customer satisfaction towards Comfort fabric

conditioning in Solapur city, Maharashtra, is multi-faceted and holds relevance for
several stakeholders:”

Business Improvement: Understanding customer satisfaction levels and preferences in Solapur city
enables Comfort fabric conditioner and other businesses in the fabric conditioning industry to tailor their
products and services to better meet consumer needs. By addressing areas of dissatisfaction and
enhancing product features such as fragrance options, softness perception, and overall quality,
companies can improve customer loyalty, gain a competitive edge, and drive revenue growth.

Market Differentiation: The study provides insights into how Comfort fabric conditioner performs
relative to competitors in Solapur city. By identifying strengths and weaknesses compared to rival
brands, businesses can develop targeted marketing strategies to differentiate themselves and position
their products more effectively in the marketplace, thereby attracting new customers and retaining
existing ones.

Strategic Decision-Making: The findings of the study serve as a valuable resource for strategic
decision-making within Comfort fabric conditioner and other companies operating in the fabric
conditioning sector. Insights into consumer preferences, market trends, and competitive dynamics
inform decisions related to product development, pricing strategies, distribution channels, and
promotional activities, ultimately contributing to long-term business success.

Customer Satisfaction Enhancement: By addressing areas of dissatisfaction identified in the

study, companies can enhance the overall customer experience and build stronger relationships with
consumers. Improved customer satisfaction leads to higher levels of brand loyalty, positive word-of-
mouth recommendations, and increased customer lifetime value, all of which are critical for sustained
business growth and profitability.
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CHAPTER 2 : COMPANY PROFILE

 Introduction:
Unilever is a multinational consumer goods company founded in 1929, formed by the
merger of British soap maker Lever Brothers and Dutch margarine producer Margarine
With headquarters in London, UK, and Rotterdam, Netherlands, Unilever operates in
over 190 countries, employing approximately 155,000 people globally.
 Ownership Pattern:
Unilever operates as a publicly traded company, listed on various stock exchanges
including the London Stock Exchange and Euronext Amsterdam. Its ownership is
dispersed among institutional investors, individual shareholders, and trusts.
 Nature of Business:
Unilever operates in the fast-moving consumer goods (FMCG) sector, manufacturing and
marketing a wide range of products including food and beverages, home care, and
personal care items. Its diverse product portfolio includes brands such as Dove, Lipton,
Knorr, Axe, and Ben & Jerry's.
 Vision:
To make sustainable living commonplace, through meaningful brands and sustainable
growth.
 Mission:
To meet the everyday needs of people everywhere, to anticipate the aspirations of our
consumers and customers, and to respond creatively and competitively with branded
products and services that raise the quality of life.
 Quality Policy:
Unilever is committed to delivering high-quality products that meet or exceed customer
expectations. This is achieved through rigorous quality control measures at every stage of
production and distribution, ensuring safety, efficacy, and environmental sustainability.
 Market Scenario:
Unilever operates in a highly competitive market characterized by rapidly evolving
consumer preferences, technological advancements, and regulatory changes. The FMCG
industry is subject to economic fluctuations and geopolitical factors, requiring agility and
innovation to maintain market leadership.
 Competitors:
Unilever faces competition from global giants such as Procter & Gamble, Nestlé, and The
Coca-Cola Company, as well as regional players and niche brands across its product
categories.
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 Achievements and Awards:

Unilever has been recognized globally for its commitment to sustainability, innovation,
and corporate responsibility. Awards include accolades for environmental stewardship,
ethical sourcing, and diversity initiatives.

 Departments and Organization Chart:

Executive Leadership: Oversees overall strategy and direction.

Finance: Manages financial operations, including budgeting and accounting.

Marketing: Develops and implements marketing strategies for brands.

Research & Development: Innovates new products and improves existing ones.

Supply Chain: Ensures efficient procurement, production, and distribution.

Human Resources: Manages recruitment, training, and employee relations.

Legal & Compliance: Ensures adherence to regulations and protects company interests.

Corporate Affairs: Manages communications, public relations, and corporate social responsibility
initiatives.
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 ORGANIZATION CHART:
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CHAPTER 3: THEOROTICAL BACKGROUND

Theoretical Background for Comfort Product Project

In analysing a comfort product, several theoretical concepts can provide valuable insights
into consumer behaviour, market dynamics, and product development strategies. Here are
some theoretical frameworks relevant to understanding and evaluating a comfort product:

 What is customer project?

Customer satisfaction is defined as a measurement that determines how happy customers are with a
company’s products, services, and capabilities. Customer satisfaction information, including surveys
and ratings, can help a company determine how to best improve or changes its products and services.

An organization’s main focus must be to satisfy its customers. This applies to industrial firms, retail
and wholesale businesses, government bodies, service companies, nonprofit organizations, and every
subgroup within an organization.

Model of customer satisfaction

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 IMPORTANCE OF CUSTOMER SATISFACTION

Customer Loyalty: Satisfied customers are more likely to become repeat buyers and brand
advocates, leading to increased customer lifetime value.

Reputation Management: Positive experiences lead to positive word-of-mouth marketing,

while negative experiences can damage a company's reputation.

Differentiation: In competitive markets, superior customer service and satisfaction can serve as a
key differentiator.

Reduced Churn: High customer satisfaction reduces the likelihood of customers switching to
competitors, thereby reducing churn rates.

 WHAT ARE THE FACTORS INFLUENCING CUSTOMER SATISFACTION

Product or Service Quality: The quality and performance of the product or service are
fundamental to customer satisfaction. Products that consistently meet or exceed customer
expectations are more likely to result in higher satisfaction levels.

Customer Service: Interactions with customer service representatives, whether in-person, over
the phone, or online, play a significant role in shaping customer satisfaction. Prompt and effective
resolution of issues, as well as courteous and knowledgeable service, can enhance satisfaction.

Price and Value for Money: Customers assess whether the price of a product or service is
justified by the perceived value they receive. Providing good value for money can positively impact
satisfaction, while pricing perceived as unfair or unjustified may lead to dissatisfaction.

Convenience and Accessibility: Customers value convenience and ease of access when
interacting with a company. This includes factors such as convenient store locations, user-friendly
websites and apps, fast and efficient checkout processes, and flexible payment options.

Brand Reputation and Trust: A company's reputation and perceived trustworthiness can
influence customer satisfaction. Positive reviews, recommendations from trusted sources, and a
history of delivering on promises can instils confidence and enhance satisfaction.
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Personalization and Customization: Tailoring products, services, and communications to

meet the individual needs and preferences of customers can increase satisfaction. Personalized
experiences make customers feel valued and understood, fostering a stronger connection with the
brand.

Ease of Doing Business: Customers appreciate streamlined processes and minimal hassle when
interacting with a company. Simplifying procedures such as returns, exchanges, and customer
support inquiries can contribute to higher satisfaction levels.

Communication and Transparency: Keeping customers informed about important updates,

changes, and developments can build trust and enhance satisfaction. Transparent communication
regarding pricing, policies, and product information helps manage expectations and reduce
uncertainty.

Post-Purchase Support: Providing ongoing support and assistance after the sale, such as
product troubleshooting, maintenance services, or follow-up communication, can contribute to long-
term satisfaction and loyalty.

Emotional Connection and Brand Experience: Positive emotional experiences associated

with a brand, such as feeling valued, understood, or inspired, can greatly impact satisfaction.
Creating memorable experiences that resonate with customers on an emotional level can foster strong
brand loyalty.
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CHAPTER 4 : DATA ANALYSIS AND INTERPRETATION

Table 4.1 Table showing Gender of Respondents:-

[Link] GENDER FREQUENCY PERCENTAGE

1 MALE 54 54%
2 FEMALE 46 46%
TOTAL 100 100%

GENDER

54

46

MALE FEMALE

Interpretation:-
Total 105 people gave their response by filling google form.
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The above pie chart shows that there is only 4.8% difference between male & female
respondence. I.e. 54% male 46% female. This determines the comfort product is used by
male mostly.

Table 4.2 Table showing Age groups of Respondents:-

[Link] AGE GROUP FREQUENCY PERCENTAGE

1 18-22 39 39%
2 23-27 30 30%
3 28-32 28 28%
4 33 and above 3 3%

Interpretation:
The above graph shows that the most of the respondents are from the age group 18-22 is 39
where there are most of young generation. 30 of respondents are from age group of 23-27
age group. And from the age group from 28-32 the number of respondents 28 and at last the
age above 33 number of respondents are only 3.
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Table 4.3 Table showing no. of times of usage of product:-

[Link] [Link] TIMES USAGE FREQUENCY PERCENTAGE

1 DAILY 17 17%
2 SEVERAL TIMES A WEEK 27 27%
3 ONCE IN A WEEK 52 52%
4 NEVER 4 4%
TOTAL 100 100%

FREQUENCY

NEVER 4
4

ONCE IN A WEEK 52
3

SEVERAL TIMES A WEEK 27

2

DAILY 17
1

INTERPRETATION :
The above graph shows the number of times comfort product used by the people
17% of people uses the product on daily basis , 27% of them uses several times a week
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And 52 of the people uses only once in a week. This concludes 52% of the people uses
mostly once in a week.

Table 4.4 Table showing product variant used by customers:-

[Link] PRODUCT VARIANT FREQUENCY PERCENTAGE

1 PERFUME DELUXE 22 22%
2 ANTIBACTERIAL 23 23%
ACTION
3 FABRIC 44 44%
CONDITIONER
4 UNBELEIVABLE 11 11%
SHINE AND
FRESHNESS

FREQUENCY
44
23
22

11
ANTI BAC TER I AL AC TI ON

FAB RI C C OND I TI ONER

UNB EL EI VAB L E SH I NE AND

P ER FUME D EL UX E

FR ESH NESS

1 2 3 4

INTERPRETATION:
The above graph shows the customers usage of comfort product of different variant
Such as 22% of customers uses Perfume Deluxe, 23% of customers uses antibacterial variant,
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And 44% of the customers uses fabric conditioner variant and whereas 11% of the customers uses
unbelievable shine and freshness. This determines that most of the customers uses variant “fabric
conditioner”.

Table 4.5 Table showing rating the satisfaction on scale :-

[Link] SATISFACTION FREQUENCY PERCENTAGE

1 PARTIALLY 17 17%
SATISFIED
2 SATISFIED 44 44%
3 NEUTRAL 32 32%
4 DISSATISFIED 6 6%
5 PARTIALLY 1 1%
DISSATISFIED

FREQUENCY
44

32

17

6
1
PARTIALLY DISSATISFIED
PARTIALLY SATISFIED

SATISFIED

DISSATISFIED
NEUTRAL

1 2 3 4 5

INTERPRETATION :
The above graph shows satisfaction of the customers after using the comfort product
Hence 17% of the customers feels partially satisfied, 44% of the customers feels satisfied,
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32% of the customers feels neutral and 6% of the customers feels dissatisfied whereas 1% of the customers
feels partially dissatisfied. this determines that out of 100, 44% felt satisfied.

Table 4.6 Table showing whether customers using other brands than comfort :-

[Link] YES/NO FREQUENCY PERCENTAGE

1 YES 69 69%
2 NO 31 31%

INTERPRETATION :
The above graph shows responses by customers when they are asked about using other brands other than
comfort
Hence, 69% of the customers said Yes whereas 31% of the customers said No . this concludes that only 39% of
the customers are loyal towards comfort product.
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Table 4.7 Table showing comparison between comfort and other products:-

[Link] COMPARISON FREQUENCY PERCENTAGE

1 COMFORT 12 12%
PRODUCTS ARE
SOMEWHAT BETTER
2 COMFORT 47 47%
PRODUCTS ARE
MUCH BETTER
3 COMFORT PRODUCT 28 28%
ARE ABOUT THE
SAME
4 OTHER BRANDS 9 9%
PRODUCTS ARE
SOME WHAT BETTER
5 OTHER BRANDS ARE 4 4%
MUCH BETTER

FREQUENCY
50
40
30
20
10
0
COMFORT PRODUCTS ARE SOMEWHAT

OTHER BRANDS PRODUCTS ARE SOME

COMFORT PRODUCT ARE ABOUT THE

OTHER BRANDS ARE MUCH BETTER

COMFORT PRODUCTS ARE MUCH

WHAT BETTER
BETTER

SAME
BETTER

1 2 3 4 5

INTERPRETATION :
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The above graph shows the comparison of the comfort product and the other products available in the
market hence, 12% of customers feels comfort products are somewhat better, 47% of the customers feels
comfort product are much better, 28% of customers feels comfort product and other brand product are same
and 9% of the customers feels other brands products are somewhat better whereas 4% of customers feels
other brands are much better.

Table 4.8 Table showing how customers got to know about comfort product:-

[Link] PROMOTIONAL FREQUENCY PERCENTAGE

ACTIVITIES
1 TELEVISION 35 35
COMMERCIALS
2 SOCIAL MEDIA 29 29
3 WORD OF MOUTH 22 22
4 IN-STORE 11 11
PROMOTION
5 OTHER 3 3

FREQUENCY
40
30
20
10
0
WORD OF MOUTH
SOCIAL MEDIA

IN-STORE PROMOTION

OTHER
TELEVISION COMMERCIALS

1 2 3 4 5

INTERPRETATION :
The above graph shows how the customers got to know about the comfort products
Hence, 35% of customers got to know through television commercials, 29% customers through social media
advertisements, 22% from word of mouth and 11% through in-store promotion whereas 3% through other
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promotional activities. This concludes that most of the people got to know about comfort product through
television media.

Table 4.9 Table showing customers response for comfort whether met the product as it
was advertised:-

[Link] YES/NO FREQUENCY PERCENTAGE

1 YES 56 56%
2 NO 29 29%
3 UNSURE 15 15%

FREQUENCY
60

50

40

30

20

10

0
YES NO UNSURE
1 2 3

INTERPRETATION :
The above graph shows whether comfort products meet their advertising claims. Hence, 56% of customers
responded Yes, and 29% of customers responded NO whereas 15% of the people feels unsure whether the
product meet their advertising claims.
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Table 4.10 Table showing why customers prefer buying comfort products:-

[Link] REASON FOR FREQUENCY PERCENTAGE

BUYING
1 PRODUCT 31 31%
PERFORMANCE
2 SCENT LONGEVITY 28 28%
3 VALUE OF MONEY 23 23%
4 EASE OF USE 16 16%
5 OTHER 2 2%

INTERPRETATION :
The above graph shows the reason for buying the comfort product. Hence 31% of customers buy due to its
product performance, 28% of customers due to its scent longevity, 23% 0f customers due to its value for
money and 16% of customers due to its ease of use whereas 2% of customers for other reasons.
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Table 4.11 Table showing customers response towards repurchasing comfort product:-

[Link] REPURCHASING FREQUENCY PERCENTAGE

PRODUCT
1 MOST LIKELY 21 21%
2 LIKELY 44 44%
3 NEUTRAL 30 30%
4 UNLIKELY 5 5%
5 MOST UNLIKELY 0 0%

FREQUENCY

44

30

21

MOST LIKELY LIKELY NEUTRAL UNLIKELY MOST UNLIKELY

0
1 2 3 4 5

INTERPRETATION :
The above graph shows customers repurchasing the comfort product. Hence, 21% of customers responded
most likely, 44% of customers responded likely, 30% of customers responded neutral and 5% of customers
responded unlikely.
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Table 4.12 Table showing whether customers would like to refer the comfort products:-

[Link] RECOMMENDATION FREQUENCY PERCENTAGE

1 LIKELY 37 37%
2 VERY LIKELY 45 45%
3 NEUTRAL 18 18%
4 UNIKELY 0 0

INTERPRETATION :
The above graph shows whether customers like to recommend the comfort products to others. Hence, 37%
of customers responded likely, 45% of customers responded very likely and 18% of the customers responded
neutral.
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CHAPTER 5: FINDINGS

1. It was found that Total 105 people gave their response by filling google form. The
above pie chart shows that there is only 4.8% difference between male & female
respondence. I.e. 54% male 46% female.

2. It was found that from the age group 18-22 is 39 where there are most of young
generation. 30 of respondents are from age group of 23-27 age group. And from the
age group from 28-32 the number of respondents 28 and at last the age above 33
number of respondents are only 3.

3. It was found that the number of times comfort product used by the people 17% of
people uses the product on daily basis , 27% of them uses several times a week And 52
of the people uses only once in a week.

4. It was found that the customers usage of comfort product of different variant Such as 22% of
customers uses Perfume Deluxe, 23% of customers uses antibacterial variant, And 44% of the
customers uses fabric conditioner variant and whereas 11% of the customers uses unbelievable shine
and freshness.

5. It was found that satisfaction of the customers after using the comfort product Hence 17% of the
customers feels partially satisfied, 44% of the customers feels satisfied, 32% of the customers feels
neutral and 6% of the customers feels dissatisfied whereas 1% of the customers feels partially
dissatisfied.

6. It was found that customers when they are asked about using other brands other than comfort Hence,
69% of the customers said Yes whereas 31% of the customers said No.

7. It was found that the comparison of the comfort product and the other products available in the
market hence, 12% of customers feels comfort products are somewhat better, 47% of the customers
feels comfort product are much better, 28% of customers feels comfort product and other brand
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product are same and 9% of the customers feels other brands products are somewhat better whereas
4% of customers feels other brands are much better.

8. It was found that the customers got to know about the comfort products
Hence, 35% of customers got to know through television commercials, 29% customers through
social media advertisements, 22% from word of mouth and 11% through in-store promotion whereas
3% through other promotional activities.

9. It was found that comfort products meet their advertising claims. Hence, 56% of customers
responded Yes, and 29% of customers responded NO whereas 15% of the people feels unsure
whether the product meet their advertising claims.

10. It was found that the reason for buying the comfort product. Hence 31% of customers buy due to its
product performance, 28% of customers due to its scent longevity, 23% 0f customers due to its value
for money and 16% of customers due to its ease of use whereas 2% of customers for other reasons.

11. It was found that customers repurchasing the comfort product. Hence, 21% of customers responded
most likely, 44% of customers responded likely, 30% of customers responded neutral and 5% of
customers responded unlikely.

12. It was found that customers like to recommend the comfort products to others. Hence, 37% of
customers responded likely, 45% of customers responded very likely and 18% of the customers
responded neutral.
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 Scope for Further Research:

Comparative Analysis: Conduct a comparative study to compare customer satisfaction towards

Comfort fabric conditioning in Solapur city with other cities or regions in Maharashtra or across India. This
would provide insights into regional variations in consumer preferences and behaviours, enabling companies
to tailor their strategies accordingly.

Longitudinal Study: Undertake a longitudinal study to track changes in customer satisfaction levels
over time in Solapur city. By collecting data at multiple time points, researchers can identify trends,
fluctuations, and factors driving changes in consumer preferences, allowing for more informed decision-
making and strategic planning.

Product Innovation: Explore opportunities for product innovation and development based on emerging
consumer trends and preferences identified in the study. Investigate new formulations, fragrances, packaging
designs, or sustainability initiatives to enhance product appeal and meet evolving consumer demands in the
fabric conditioning market.

Customer Segmentation: Conduct segmentation analysis to identify distinct consumer segments within
the Solapur market based on demographic, psychographic, or behavioural factors. Understanding the needs
and preferences of different consumer segments enables companies to customize marketing messages,
product offerings, and distribution channels to better target specific customer groups.
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CHAPTER 6:- CONCLUSION

In conclusion, the study on customer satisfaction towards Comfort fabric conditioning in Solapur city,
Maharashtra, has provided valuable insights into consumer preferences, perceptions, and behaviours within
the fabric conditioning market. Through a combination of surveys, interviews, and observational analysis,
we have gained a comprehensive understanding of how Solapur residents perceive and interact with Comfort
fabric conditioner, as well as their satisfaction levels with the product.
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ANNEXURE
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